Moe's Southwest Grill — Restaurant in Virginia

Hadn’t been to this location in years and thought I’d give it a try again since I can only remember positive experiences. My food tasted like I remember it but the staff made my experience very unpleasant.

The worker at the register was very unfriendly with me from the moment I stepped up to it despite my usual kind demeanor. I wanted to scan my app so that I could earn points for my order and I have never had an issue with this at other locations. I guess he wasn’t ready for me to do so (the app scanner is on the customer’s side) and from there on he was very rude with me. I immediately noticed, apologized and explained that I was just looking to get points for my order. He seemed to take a couple seconds to re-enter my order (one single entree) and then made a statement like, “That’s why we don’t do it like that” as if I was supposed to know this. If that’s the case, remove the scanner from the customer’s side so that there are no misconceptions. He then wanted to type in my phone number, which I hesitantly provided given his poor attitude. He then looked at me for several seconds as if I was dumb and said, “There’s nothing. No rewards.” I repeated myself again and said I was only looking to earn points for my order. Of course he just replied, “Oh” and then allowed me to proceed with my transaction. It’s been several days now and my order still has not appeared on my app for points, so 1) that entire interaction was a waste of everyone’s time and 2) I believe the worker intentionally did not ring my order up with my Moe’s account, for whatever pathetic reason it mattered to him.

A “Now Hiring” sign on the window but behind the counter was an abundance of staff doing virtually nothing since no other customers had come in during the time I ate my meal. Most every table was dirty so there weren’t many places to pick from for dining in. I wanted to ask for a top for my meal because the whole environment had just made me uncomfortable at this point, but I didn’t want to interact with anyone else who worked there after the experience I had just had. I could hear staff loudly having personal conversations behind the counter as I ate. And as I was walking out, I very clearly heard a staff member make a comment about my appearance. I turned to find the majority of the staff behind the counter staring at me and laughing as I walked out the door.

I definitely won’t be returning and I definitely recommend management do a better job hiring and managing the employees at this location. Based on most other recent reviews, it seems many others...

I used to come here all of the time when I worked a few blocks away. I won't return after today. Service has declined drastically.

I stopped in about a week ago, and between both visits, I have serious concerns about the staffs training in safely handling food. Last week an associate was cleaning a counter, but did not wash his hands before handling the gloves that he was putting on to prepare food items. Today, the last team member in line who was wrapping food, bagging, and putting food on trays, was not wearing gloves.

Today, I went in for nachos. The prep line was fully staffed to handle a moderate customer flow. It took close to 20 minutes to receive my food, and it was cold when I started eating it at my table. I also had to request sour cream 3X.

Another customer in front of me asked if someone could make sweet tea. Her request was ignored. The customer behind me was complaining because the team member bagging up food was mixing up items from different orders. The lady who asked about the sweet tea made a second request to the male manager on duty. He told her that it was going to be awhile because he had to figure out what was going on with the line. I stopped him and communicated that he didn't provide a good response to her coming from a manager. He walked away without a care. He took over prepping orders as multiple employees could be seen going out front for a break. The customer left without getting her sweet, as did I almost 30 minutes after sitting down.

I also overheard the female manager as she was coming out of the kitchen trash talking to a line employee about a customer complaint from earlier.

Today could have been a corporate training video of what not to do...

Latest....I should have stuck to my words and never ordered from here...this happened today, 3/2/2024:

I placed an order for delivery and when received I was missing a key item from my meal that I had ordered...a cup of queso. Called store to let them know and was told by a staff member that I can come pick it up within 7 to 10 business days vs them sending it to me with a new driver after I waited an hour to get the food. Told manager was too busy to come to phone, but they would tell me the same thing.

I told myself I would never order here again due to the continuous mistakes such as no meat put in my stacker???

This is absolutely horrible customer service and I will never visit this establishment again no matter what especially due to the cost. I paid for a service that I did not receive. I have submitted my complaint on the company page as well so we shall see if I am contacted.

Never order delivery from here. First time I ordered using their app they didn't put any meat in my stack just rice, second time ordering through the app The estimated time of arrival went from 19 minutes to 49 minutes. When I called the store to speak with manager she was very rude and acted as if it was my fault door dash delivery services sucked. I waited for a driver that never came and called the door dasher phone number, but just got a voice mail. I called again and spoke with another Manager who refunded me my order. After all of that, they went back to the store with my order instead of bringing it to me. I dont know what it is with this location, but I keep having issues resultingin me not receiving food. No more ordering...